Set up Skills-based routing in Attendant

Skills-based routing can be performed by Attendant once skills have been assigned to individual users in Interaction Administrator.

1. In Attendant, add a Transfer to a Workgroup or Station group node.

2. Press the "Advanced Workgroup Settings" button.

3. Check skills that an agent must have to receive the interaction. Then press OK to dismiss the dialog.

4. From now on, calls routed to the workgroup specified in the "Group Transfer" step, will only be routed to agents in that workgroup who possess the skills you selected.